Manager, Client Experience

Boldr•Toronto, ON

11d

About The Position

Boldr is seeking a self-starter, hard-working, and dedicated team member to join their Client Experience team. In this role, you will be responsible for maintaining and nurturing Boldr’s Client relationships, as well as developing and empowering Boldr’s Team Captains. You will act as a business owner, taking full accountability for the success of your Clients and teams, ensuring they are fully equipped to meet commitments with the highest level of quality. You will help foster a healthy working environment, represent Boldr to Clients, and act as an internal Client across various departments. A focus on operational performance and comfort with managing global teams daily is essential. Responsibilities include day-to-day Client communication, performance reporting, training, and escalation management. Maintaining Client Success tools and procedures with an eye for detail is also important.

Requirements

3+ years in a Client facing role (Ops manager).
3+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries.
3+ years people management experience.
Proficiency in manipulating Excel or Google Sheets for reporting.
Ability to create dashboards and provide visibility to stakeholders.
Ability to identify root causes, design, and execute action plans.
Strong listening skills and ability to ask questions appropriately without interrupting.
Ability to maintain an open dialogue with external and internal Client partners.
Ability to read, research, and draft letters, emails, and documents.
Ability to identify complex problems, review related information, develop options, and implement solutions.
Experience with public speaking and delivering presentations.
Ability to cope effectively with losses or rejections, move on to other challenges, and learn from past experiences.
Familiarity with Google Suite of Services (Gmail, Drive, Sheets, Slides, and Docs) is a must.

Nice To Haves

Experience with Hubspot.
Lean Six Sigma knowledge and/or certification.

Responsibilities

Develop and maintain authentic relationships with Clients and internal stakeholders.
Execute daily and weekly reviews of operational performance with Client stakeholders and Boldr leadership.
Work seamlessly with various departments including Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations.
Communicate and resolve basic to complex inquiries and concerns accurately, validly, completely, and in a timely manner.
Create and manage Client contracts such as MSAs and SLAs.
Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
Perform root cause analysis, planning, and execution to ensure KPIs are met.
Partner with Team Captains to ensure documentation is constantly updated and identify process improvements.
Facilitate Client Business Reviews in partnership with the SBU Head and organize the Boldr team for these reviews.
Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business growth opportunities.
Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.
Supervise and develop Team Captains through guidance, observation, and performance management.
Join Team Captains on calls with Clients, team huddles, or coaching sessions as needed.
Ensure learning and growth through development plans and progressive counseling.
Promote and foster a culture of continuous improvement by providing positive and constructive feedback.
Establish, promote, and maintain the Boldr culture within the organization.
Understand employee career growth aspirations to match Boldr’s needs with employee abilities.
Act as the escalation point for Team Captains and Senior Team Captains.
Uphold the organization’s values throughout the workplace.
Monitor achievement of internal and external KPIs and ensure Operational Excellence.
Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs.
Coordinate necessary training and best practices related to Tools and Processes.
Onboard new hires to ensure they are fully ready to succeed in their role.
Provide ongoing support and knowledge sharing.
Obtain feedback from Clients and team members on processes and tools for continuous improvement.
Provide input and communication to drive Client Success improvement enterprise-wide.